We maintain our position as our clients’ trusted partner by delivering great outcomes. Extending the positive legacy of their assets, supporting safe and efficient construction, protecting resources for future generations, and upholding the highest ethical standards.
As an independent global business, we also actively collaborate on the big challenges our industry faces, including efficient delivery of major programmes and wider adoption of technology.
We have built a culture where strong ethics are embedded in the way we work. The leaders of our business set the tone and we expect our people to embed our policies and guidelines; including ethics, dignity at work and equal opportunities policies.
Our people complete ethics training and make an annual anti-bribery and corruption (ABC) declaration. This year we introduced additional ABC assurance processes, which resulted in enhanced training and additional checks when appointing contractors in higher-risk locations. Later in 2017, we will launch an external ABC hotline, sitting alongside our existing internal system, to enable our people to raise any concerns independently.
We are also committed to ensuring our business and supply chains are free of any practices of modern slavery and human trafficking. We published our Modern Slavery Act statement online in 2016.
Maintaining consistently high standards of service excellence that exceed client expectations is our primary focus.
To monitor our service quality, we seek regular feedback on core client care criteria, including performance, innovation and value for money. Our client care score this year of 8.1 out of 10 signifies our success at helping our clients reach the standards and goals they set. We are determined to further increase our client care score and continue to deliver consistently high quality services to all our clients.
Large scale infrastructure programmes are a positive lever for economic growth and have potential to create great benefits for society. We are helping to set up and deliver some of the world’s most complex major programmes, with clients such as Heathrow Airport, Schiphol Airport, South Australia Water and Metrolinx. We apply our global best practice to secure higher levels of performance in these programmes by driving productivity, predictability and transparency.
We continue to have influential roles in industry bodies and steering groups. Following our sponsorship last year of the Centre for Cities report ‘Making the most of public assets’, we are supporting further research into how cities are working with partners to make the most of their assets.
We value how small and medium enterprises (SMEs) benefit local economies and wider society and encourage them to work with us on projects that fit their capabilities and improve our offering. To protect their interests, we aim to make sure they are not overly dependent on our business and engage with policymakers on how SMEs can contribute to major projects.
Our supplier development programme in South Africa highlights how we are using our scale and insights to support SMEs with the adoption of industry standards and commercial practices that will support their growth.
We are also committed to improving our social and environmental performance through our supply chain. A questionnaire covering management systems, policies and performance relating to bribery and corruption, diversity, equal opportunities, the environment, and health and safety, supports our supplier selection process.